If you run a webshop, just hearing the words “return” or “free return” might give you a headache. When a customer returns an order, it costs both time and money. Time that could be spent growing your webshop is now spent handling a return. Plus, returned products often can’t be resold. However, your return policy can make or break your webshop. Our goal is to turn the negative connotation of returns into a growth opportunity!
Return Policy and Webshop Go Hand in Hand
For consumers, shopping through a webshop is a luxury. They can place orders quickly and easily. Online shopping is all about trust, and today’s consumer is more critical than ever. Some products vary, and expectations may not always be met. Just imagine ordering a sweater that turns out to be smaller than expected. As a webshop, you must offer return options — ideally for free, since consumers expect ever higher quality and service. “Free” may sound painful to business owners, but we prefer to call it “painless.” It means the customer can return items at no cost, and the webshop gets valuable information about why the product was returned. That reason can help reduce return rates. In short: it’s a win-win.
Ensure a Simple Return Policy
More than 60% of online orders are returned. Your customers want to know what they’re signing up for before placing an order. Set up a straightforward and flexible return policy so that customers are more inclined to buy from you. A smooth return process positively affects consumer behavior, leading to more trust, loyal customers, and repeat purchases.
Information and links about your return policy should be clearly visible on your webshop’s homepage. This gives shoppers immediate access to key info, speeding up their decision to purchase. Once a customer places an order, every subsequent communication should mention your return policy — through links or text in emails, for example. This way, customers can easily find answers, trust increases, and conversions rise.
Now imagine a customer wants to return something but can’t find any return info. They’ll be disappointed with the service, won’t buy again, and might even leave a bad review. And because they couldn’t find the info, they’ll contact your support team — which costs you time too.
Analyze Your Data
As we mentioned, your return policy should benefit both customer and webshop. But how can a webshop benefit from returns? By analyzing the data! If a customer returns a product, you want to know why. Integrate a return system that requires the customer to provide a reason. This gives you critical insights. Analyze the data, and over time, you’ll spot patterns that allow you to tweak your webshop and reduce returns. Here are a few examples:
- Product Quality: Returns may show that a product’s quality doesn’t meet expectations. Use that feedback to contact your supplier and improve your offering — which in turn reduces returns.
- Product Page Info: If customers consistently return a certain pair of shoes and say they’re “too small,” you can add a note like “these shoes run one size small” to the product page. For clothing, mention what size the model is wearing.
- Shipping Matters: Couriers handle many packages, and some get damaged. If you’re getting more complaints than usual, it could be your packaging. Maybe it’s too weak or lacks protection. This is where a fulfillment partner like Webship comes in. They’re logistics experts, use top-quality packaging, and actively help you optimize your shipping process.
Conclusion
We recommend collecting and analyzing as much data as possible. Data helps elevate your webshop to the next level. If you actively work with the data from return orders, your return policy won’t be a cost — it will be a treasure trove of insights that help your webshop grow and outpace the competition.
